Abstract
This paper summarizes how social media and other technologies continue to proliferate; the shifting economic landscape will precipitate more adaptive approaches for managers attempting to understand the multi-dimensional virtual aspects of communication with the artificial intelligence aspect. Also, we discover the different existing support of big data analytics to make a rational business decision. The methodology is the systematization literature sources within this context and approaches for the underlining approach to open big data analytics and support innovative leadership decisions in Canada. The paper is carried out in the following logical sequence to gain an understanding of how customer relations managers could utilize social media within a data analytics frame from scholar and practitioner perspectives. This literature research review original paper outlines the main themes including the role of social media, the experiences of using data analytics for customer relations management, and the notion that customer-centric technologies could change the dynamic of understanding customer intentions, leadership decisions and introduce the innovative management with using the big data analytics in place. The results of the critical thinking with analysis both authors can be useful for any business around the World that would like to start using Artificial Intelligence to support innovative management decisions. The emergent themes that were highlighted based on the realities of customer relations management may be significant to how the integration of social media feedback resulting from crowdsourcing in addition to existing data analytics could better position organizations in this evolving world. The implications of linking innovative management processes such as demographic analysis, platform understanding, and communication methods together are crucial for any public business with a global impact. Finally, the understanding of innovation management in a social media era and understanding how customers utilized open big data analytics sources could help leadership practices across industries around the World. Keywords: Big Data Analytics, Innovative Leadership, Management of Social Media, Open Sources.
Highlights
In order to understand this phenomenon, I framed the literature search into sections of customer relationship management and social media from both a scholar and practitioner lens to ensure there was a fulsome examination of the existing practices and where the advancements in Web 2.0 have manifested in the literature from 2013 to 2018
This literature review has interwoven the state of big data analytics and crowdsourcing through social media in relation to the benefits and challenges (Bhimani et al, 2018; Kabir, Karim, Newaz, & Hossain, 2018; Steiger, Matzler, 2012)
This reaffirmed the current state of many organizations in luxury markets in Asia, online service or rating conglomerates that are in their infancy in social media realms and utilize at least one method of crowdsourcing whether from online community narratives, responsive two-way feedback mechanisms, frequency data analytics from platforms such as Facebook, Twitter or Instagram and the like (Liu, Burns, & Hou, 2017; Escobar-Rodriguez, Grávalos-Gastaminza, & Pérez-Calañas, 2017; Colliander, Dahlen, & Modig, 2015)
Summary
In order to understand this phenomenon, I framed the literature search into sections of customer relationship management and social media from both a scholar and practitioner lens to ensure there was a fulsome examination of the existing practices and where the advancements in Web 2.0 have manifested in the literature from 2013 to 2018. Abedin (2016) asserted that within many platforms which include Facebook, the adoption of the technology with the inclusion of social media and crowdsourcing mechanisms and the realities of negative commentary can be received as unaligned with the intent of the strategy at play In this vein, whether traditional customer relations management or adaptive analytics, any negative narrative or challenge based on customer voice needs to be considered in the context of governance and the agreed upon approach of organizations (Grewal et al, 2017; Nickerson, Wuebker, & Zenger, 2017; Orenga & Chalmet, 2016). The challenges managers face served as rich consideration which align readily with the literature and intentions in the phenomenon of study (Haenlein & Libai, 2017; Erkan & Evans, 2016)
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